Loyal since 2014: Refused Retention Discount After Region Change Issues (#26150245)

Dropbox Plan
(Plus)
Payment Method
(Credit Card)
How did you upgrade?
(Dropbox website)

Ticket ID #26150245

I am a user with over 1.2 TB of data in my dropbox account and with a subscription dating over a decade going back to 2014 fresh out of college in Saudi Arabia.

I moved to Canada in 2024 and when I tried changing the billing address it asked me to cancel and by the time I got to it the timeline had passed and said cancellation will take place at renewal date a year alter. I was busy with life and was loyal to dropbox so I ignored it but kept it in my mind for 2026 renewal.

Come renewal time went through the same thing and I was told I will loose the file history, grand fathered benefits of a decade and I was upset at that and requested a way around to cancel the subscription and pay the right taxes (lower) and upgrade the account.

Connor is handling the ticket and what tipped me over was the cold shoulder that you have a full refund and "The grandfathered benefits are indeed lost any you might had as this is a new Dropbox subscription" no sympathy, no care just a blanket statement because cancelling and resubscribing is considered a new subscription just because dropbox does not allow changing country without cancelling your subscription and there is no other way.

I was told to wait last year and I was getting the same message this year, anyways I asked for a compensation, a discount of 50% which dropbox does in different scenarios although I did mention for all my trouble and loyalty giving me a pass for a year (free) should be considered and the response I got was even more upsetting.

"We cannot offer a free plan however you are free to create  a trial under new different email address" so this is what you offer which anyone can do, so disrespectful, outrageous also free plan give 2GB only while I have over 1.2TB on my drive.

Also the following statement 2 sentences seem to say, I can download and move away from dropbox and no discount can be offered for the trouble a loyal customer of over a decade has provided, as if I am asked to leave dropbox, wouldn't dropbox want subscribing customers to stay on while it seems the customer service want to get rid of customers.

 "You can go ahead and download your data of course at the time being the refund is already processed from our side.
 
Unfortunately there is no discount coupon which I can provide."

Additionally, a vague response on the taxes while the charges were weird, I was told I will be charged 119.88 and 131.87 in 2027 but got charged the 131.87 in 2026, the excuse was made about the taxes then why was it with the taxes included I was charged 119.88 in 2025. or is it that Dropbox is constantly upping their prices without informing customers cashing in their gullibility?

This was truly ever so upsetting and the tone in the response was dry, cold, with no remorse, concern or even a single sorry in a 379 word response from Connor as if I did not matter.

Dropbox has offered discounts and support on many levels, over here I was just told no with no explanation and no sorry, also the subscription as cancelled with a refund by Connor before responding to my queries in full.

I asked Connor how long (timeline) my message "Also, what is the timeline for my files before they are deleted (if ever they are deleted) since I would like the funds visible and usable on my credit card from the refund before I proceed with the upgrade which is definitely much more costly than the current plus plan that I am on."

The response:  "The files will not be deleted automatically, however they remain inside your Dropbox account and you will be notified to re upgrade and then more and more emails regarding that then email about possible deletion, then more and more emails then final warning."

Yes, I know the files will be deleted where is the response to the timeline, seems like no effort was put in the response.

Being a member for over a decade I just created an account for the first time on the forum to reach out and find a solution.

Even an offer on the subscription under customer retention is provided which I was not as can be seen in an old post

Dropbox Plus subscription discount | The Dropbox Community

 Also if you see, Search | The Dropbox Community here you will find that dropbox is offering discounts on multiple platform even offering that would have sufficed but an outright no is what I got without a sorry.

Also, I am no longer eligible for chat support as my account is downgraded, where I think since I clearly mentioned I would like to continue with updated address and location change I should have continued support so going from instant support to 48 hours response time.

Mess after Mess, I feel so devalued and disrespected.

Ticket ID #26150245